The CARE CERTIFICATE

Work in a
Person-Centred
Way
What you need to know

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THE CARE CERTIFICATE WORKBOOK
 Values in Health
and Social Care
Whether or not we are aware of
it, we all live our everyday lives by
a set of values that shape how
we think and react. Values are
beliefs and ideas about how people
should behave which have been
formed by our childhoods, families,
backgrounds, cultures, religions,
educations and relationships. Whilst we each have our own values
there are values which are important for working in health and
social care.

Values
Values are central to work in health and social care. They are principles that guide
workers to understand right from wrong and are about what is important when
caring and supporting individuals.

Six values are now recognised as applying to health and

social care workers. These are known as ‘The 6 Cs’:
 Care: having someone’s best interests at heart and
doing what you can to maintain or improve their
wellbeing.
 Compassion: being able to feel for someone, to
understand them and their situation.
 Competence: to understand what someone needs and
have the knowledge and skills to provide it.
 Communication: to listen carefully but also be able to
speak and act in a way that the person can understand.
 Courage: not to have fear to try out new things or to
say if you are concerned about anything.
 Commitment: dedication to providing care and support
but also understanding the responsibility you have as a
worker.

Another way of looking at the 6 Cs is that each individual

must be placed at the centre of their care and support. It
must fit the individual, rather than the individual being made
to fit existing routines or ways of doing things. This is known
as person-centred working. Person-centred values tell you
how to work in a person-centred way.

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 Unique
‘Unique needs’ means that every person has got their own needs which are different
from everybody else’s.

Person-centred values
These are the guiding principles that help to put the interests of the individual
receiving care or support at the centre of everything we do. Examples include:
individuality, independence, privacy, partnership, choice, dignity, respect and rights.

Person-centred values in practice

In health and social care person-centred
values include:
Individuality:
Each person has their own identity, needs,
wishes, choices, beliefs and values. ‘One
size fits all’ does not work when it comes
to providing care and support.
Choice:
Each individual should be supported to
make choices about their care and support.
They should be given information in a
way that they can understand so they can
make informed choices. When working with
individuals who cannot express their wants,
needs and wishes in words, you must find
other ways of communicating. Additional
training and supervision can help you to
develop these skills.
Independence:
Promoting an individual’s independence
means to look at what they can do for
themselves and empowering them to do as
much as possible for themselves. It does not
mean leaving someone to cope alone but
agreeing the support they need and want.
Rights:
The Human Rights Act 1998 is
the main legislation that sets out
the rights of people in the UK. You
have the right to speak your mind
and be kept safe from harm, as
well as the right to respect, dignity
and equality. You should make sure
an individual’s rights are respected,
not only by yourself but by other
people involved in their care.
http://www.legislation.gov.uk/
ukpga/1998/42/contents
Privacy:
Everyone has a right to private
space and time when they
need it. Privacy affects how
and where care and support is
given, especially when it involves
personal hygiene or intimate
procedures. Privacy includes
not talking to anyone about the
individual’s private information
unless they give permission and
it is on a need-to-know basis to
improve their care and support.

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 Empower
This term means to give the individual you care for the confidence, voice and power
to speak out on their own behalf and to feel in control of their actions.

Dignity: Treating somebody in Respect:

a dignified way means to treat
someone with respect, valuing their
individuality and their ethical and
moral beliefs. In order to provide
dignified care you need to have an
open and positive attitude. Take time
to do things their way, don’t make
assumptions about how they want
to be treated and be aware of how
personal care may affect their dignity.
Respecting someone means believing
and showing that they have importance
as an individual. It means that they
have their own opinions and feelings
and that even though you may not
agree with them, you do respect them.
Partnership:
You work in partnership when you
involve the individual and their family
and work alongside other workers. The
key to a successful partnership is good
communication and trust; valuing and
respecting what others have to say.

Working in a way that promotes

person-centred values

Working in a person centred way means

working in partnership with the individual to
plan for their care and support. The individual
is at the centre of the care planning process
and is in control of all choices and decisions
made about their lives.

The values of compassion, dignity and

respect are essential when involving people
in their own care. Decisions should be
shared decisions, with the individual
seen as an equal partner in their care.

People should be involved in the design and delivery of the services they are accessing,
and the public should be involved in decisions about what services are being provided for
their community.

Person centred planning is about discovering and acting upon what is important to the
individual and what matters most to them in their lives.

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The key features of person centred planning are:
 The belief that the individual is best placed to decide what care and support they
need and can plan for themselves. By working with the individual to identify
their strengths and abilities they can make their own decisions. For example,
an individual may want to make their own decision about which mobility aids
to use to walk short distances based on their ability, rather than use a wheelchair.
 The care plan, or care and support plan, is owned by the individual and is written in
the first person. For example ‘I would like to try a walking frame when I am moving
around the house moving short distances outside rather than using my wheelchair’.
 The individual has as much control as possible over the choices they make.
For example, the individual is supported to try to use the walking frame.
 The care plan, or care and support plan, is ‘needs’ led not ‘service’ led. This means
that support is designed to meet the unique needs of the individual to make their life
better, and not to fit them into a pre-existing service. For example, the frame sourced
is the best for the individual within the resources available or they are able to find
a frame from somewhere else if necessary.

Promoting dignity

Focusing on the value of every individual, respecting their views, choices and decisions,
not making assumptions about how they want to be treated and working with compassion
and person-centred values means you are promoting their dignity.

Compassion and care

Putting person-centred values into practice means that you are providing care that is
focussed on the individual. It demonstrates to the individual that you want to care for
and support them.

The importance of finding out the history, preferences, wishes

and needs of the individual
To provide care and support that respects the individual’s wishes, needs and preferences,
you will need to find out what you can about them. This will vary depending on your
workplace. Taking time to find out about their personal history by talking with them or
reading any information you have will give you a deeper insight into their likes and
dislikes. This will help the care plan to be put together with them.

Care plan
A required document that sets out in detail the way daily care and support must
be provided for an individual. Care plans may also be known as ‘plans of support’,
‘individual plans’, etc.

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The changing needs of the
individual
Care or support plans are an important source
of information as they are dynamic records
that are constantly reviewed and updated in
response to changing needs and preferences.
A review will look with the individual at what
is working, what doesn’t work and what might
need to change. For example, if an individual
is unable to eat certain foods due to a new
type of medication they are taking, their diet
will need to change but still reflect the things
they would like to eat. Care plans are also
legal documents which might be needed as
evidence if an individual makes a complaint.

Properly maintained care plans mean that

workers changing shifts or returning from
holidays, and temporary or agency workers,
will always have up-to-date information about
the individual, enabling them to provide the
best possible person-centred care. It will also
enable them to know how to provide care and
support for individuals new to them.

Ask your manager for copies of different care

plans to make sure you understand how they
are used in your workplace. Your manager
should be able to explain how the plans
should be used. If you feel that an individual’s
care plan needs to be changed, talk to your
manager or the person responsible for this in
your workplace.

Supporting individuals to plan for their future wellbeing and

fulfilment, including end-of-life care

The person-centred approach uses the idea that everyone has an inner wish to fulfil their
personal potential. In a safe, non-judgemental and compassionate place the individual
can think about what is important to them and make the best decisions.

Non-judgemental
To be non-judgemental means to accept the individual for who they are, seeing
them as positive and capable of making their own decisions and choices.

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It is important that individuals are supported to plan for their future wellbeing and fulfilment
so that their quality of life is improved, even if they are only in short-term care. The Care
Act 2014 describes wellbeing as relating to the following areas:
 personal dignity (including treating someone with respect)
 physical and mental health and emotional wellbeing
 protection from abuse and neglect
 control by the individual over day-to-day life (including over the way care and support
is provided)
 participation in work, education, training or recreation
 social and economic wellbeing
 domestic, family and personal relationships
 suitability of living accommodation
 the individual’s contribution to society
See www.gov.uk/government/uploads/system/uploads/attachment_data/file/315993/Care-
Act-Guidance.pdf

Individuals should be encouraged to express themselves and to change their mind about
things when they want to. It is important to take time to talk about their needs, what they
want and also what they don’t want. This is especially true for end-of-life-care where a
person might not be able to voice their wishes as they could before. You will then need to
use different ways of communicating. This may also involve working with an advocate who
is able to express the individual’s wishes on their behalf if they are unable to communicate
the information themselves. Ideally the individual will have planned ahead and expressed
what they would like to happen within their care if they cannot decide for themselves
anymore. This is called advance care planning (ACP) and is backed by the Mental
Capacity Act 2005. See www.legislation.gov.uk/ukpga/2005/9/contents

Advocate
An advocate seeks to ensure that people, particually those who are most vulnerable
in society are able to:
 have their voice heard on issues that are important to them
 defend and safeguard their rights
 have their views and wishes genuinely considered when decisions are being
made about their lives.

Minimising environmental factors that may cause discomfort

or distress

The following are examples of things in the area around an individual, the environment
they find themselves in, that may cause discomfort or distress:
 lighting  temperature
 noise  unpleasant odours.

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In order to promote wellbeing the individual should feel comfortable where they are. If they
find the lights are too bright, dim them where possible. If it is too noisy you might close
doors or windows or adjust the volume on the TV. If possible, adjust the room temperature
so that they feel comfortable and air rooms or clean away anything that might cause
unpleasant smells. The important thing to remember is that you ask them about anything
they are not happy with and then do what you can to make the environment the best it can
be for them.

If you are working at night it will be impossible to work in the dark or without any noise at
all, but you need to be careful to minimise any discomfort or stress. If you are worried that
the individual’s environment is causing them distress and you cannot solve it straight away,
talk to their carer (if they are living at home) or a manager to get advice on how to make
changes. Family members might be another source of information as they will know the
individual better and may have solutions that you haven’t thought of.

Being aware of actions that may be causing discomfort or

distress to individuals

As part of an individual’s care plan you may have to do things that are uncomfortable or
even painful for them, for example when moving or assisting them. You will need to carry
out these activities with the greatest care and sensitivity. Before you begin a task or touch
the individual in any way, you should ask them and tell them that what you are about to do
might be uncomfortable or painful. Don’t forget that consent is a vital part of care work and
particularly important when you need to do things that are unpleasant. If, for example, you
need to open curtains and let in bright light or make noise, it is respectful and polite to tell
them so they are prepared. Always explore options with your manager if you feel that there
might be other ways of approaching something to reduce discomfort or distress. You may
need to get further advice and support if necessary, for example by requesting a referral to
the GP.

Other systems within your workplace, for example handovers or team meetings, are good
opportunities to make co-workers aware of the concerns you may have. Maybe together
you can find ways of working that minimise distress and discomfort. You may also find
that your worries are shared by others who can help identify a procedure that needs to be
changed. Reporting your concerns is good practice as it can improve the quality of care
and support.

Handovers
These take place at the start or end of the shift when staff teams change. Vital
information is passed to the next team to make sure that quality care continues.

Supporting individuals to minimise pain or discomfort

Usually, if someone feels uncomfortable they will move about until they find a more
comfortable position. Individuals with limited movement or mobility might not be able to do
this. You should make sure that you recognise if they need support to feel more at ease.

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Apart from the individual telling you that they are in pain or discomfort, there are also
non-verbal signs. The way they look, their body language such as gestures or facial
expressions could be a good sign, for example doubling over, gritted teeth, pale
complexion, sweating, tears or furrowed brows. Other messages could be becoming very
quiet, tearful or aggressive.

If you know or suspect that someone is in pain or discomfort, work with them to try and
find a way of making them more comfortable. This may be by helping them to change their
position. Make sure that you do this with support from another worker if necessary and
always in line with the individual’s care plan. You may notice that the equipment that
they are using is causing them discomfort or pain. Take steps to change the positioning of
equipment if necessary, but ever only with the individual’s consent. If you are unsure about
what to do, always check with your manager or supervisor.

There may be additional environmental factors that could be causing distress. These could
include wet or soiled clothing or bed linen, poorly positioned lighting or noise. Make sure
that you follow your agreed ways of working for disposing of and changing soiled bed
linen. Also, with any changes you are making, talk through your actions with the individual
so that they understand what you are doing and why you are doing it. This will reassure
them and keep them involved.

Supporting individuals to maintain their identity and

self-esteem
Wellbeing is the term used to describe feeling comfortable in one’s life. It can relate to
many aspects of life, such as the:
 spiritual - finding meaning and purpose in life (this could be through religious faith,
but may be equally as important to a non-religious person)
 emotional - how we feel about ourselves
 cultural - in both senses: our sense of identity and our engagement with arts,
sciences, crafts, hobbies, etc.
 religious or philosophical - our faith or other beliefs
 social - our relationships (including any romantic ones)
 political - peace and stability in our homeland, justice campaigns or simply
political opinions
 sexual - our intimacies
 physical - leading an active life
 mental - realising our potential and ability to contribute to society.

Wellbeing
A person’s wellbeing may include their sense of hope, confidence and self-esteem,
their ability to communicate their wants and needs, to make contact with others, to
show warmth and affection, and to experience and show pleasure or enjoyment.

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All these aspects of wellbeing make up who we are, or our identity. Everyone has different
feelings, attitudes and goals. Each one of these aspects also influences your self-esteem
and feeling of self-worth. If you were cut off from your friends and family you would quickly
feel lonely and unloved. If, on the other hand, you were leading an active life, having the
choice to do what you want with lots of friends you would feel valued and self-confident.
You would have a good sense of identity and self-worth.

Identity
Our identity refers to our view of ourselves, who we are and what makes us
who we are.
Empathy
This term means to see things from the individual’s perspective. It is ‘being in their
shoes’ to try to understand them and how they see things.

In order to promote the individual’s wellbeing they need

to be happy with as many aspects of their life as possible.
If the individual thinks that something would help them
to feel better; be positive, understanding, empathic and
non-judgemental. Listen to what they consider important
in their lives and help them to make the changes they
want, for example, to be able to join in particular activities
or groups.

It is important that you raise any concerns you might have

about the emotional or spiritual needs of an individual.
Your line manager, supervisor, a senior member of staff or
the individual’s carer will know how to look into what can
be done to meet these needs. Often this will be achieved
by working together with those important to the individual
and other services. If the individual cannot communicate
their emotional or spiritual needs their family or friends
might be able to advise on how to help, or be able to
provide help themselves. However, you must not assume
that an individual has the same spiritual or ethical outlook
as their family or friends or necessarily want to join in the
same practices or activities.

Supporting the individual using person-

centred values

You will have noticed already how all the different

person-centred values work together and none stand
alone. Independence is associated with individuality and
choice. Choice is closely linked to dignity and respect. All
these values are there to give the person power to speak
up and take as much control as possible in order to live a
fulfilled life.
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The CARE CERTIFICATE

Work in a
Person-Centred
Way
What do you know now?

Standard
THE CARE CERTIFICATE WORKBOOK
 Activity 5.1a
In health and social care,
person-centred values are
the guiding principles on
how to support and assist in
someone’s life.
Finish the sentence below Describe: to describe means
to describe in your own to create a picture with words
words what the word but not simply writing a list of
‘values’ means. bullet points.

The word ‘values’...

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 Activity 5.1b

Complete the table below

to answer the following
questions.

1. What does the value mean?

2. How would you put the value into practice in your day-to-day work?
3. Why is it important to work in a way that promotes this value when supporting
an individual?

Person-centred 1. What is it? 2. How would 3. Why is it

value you put this into important to work
practice? in a way that
promotes this
when supporting
an individual?

Individuality

Rights

Choice

Privacy

Independence

Dignity

Respect

Partnership

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 Activity 5.1c

Providing person-centred care or support that

is specific to the individual’s needs, wishes and
preferences will ensure that the individual is
always at the centre of their care. Dignity is one of
the values included in person-centred care.
Complete the diagram below to identify ways in
which you can promote dignity in your day-to-day
work. An example has been provided for you.

Supporting someone
to join in an activity or
discussion

Ways I can
promote dignity in
my work

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 Activity 5.2a

Case study:
You started supporting for Badiah last
week. She moved to England from Laos
last year. You have noticed that Badiah
sometimes only picks at her meals Describe: to describe means
without really eating anything. Badiah to create a picture with words
is wearing a head scarf and you are but not simply writing a list of
unsure whether this is a fashion item. bullet points.

Describe why it is important to find out Badiah’s history, preferences, wishes and needs
in order to care for her in a person-centred way:

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 Activity 5.2b

Explain why it is important that an

individual’s changing needs are
reflected in their care and/or support
plan. Give one example of when
someone’s care plan would need to be
changed or adjusted.
Explain: to explain something
you will need to provide a clear
account of your understanding,
including details like why and how.

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 Activity 5.2c

The person-centred approach has

the understanding that every person
has a need to fulfil their personal
potential. Answer the questions
below to show your understanding
of the importance of supporting
individuals to plan for their future
wellbeing.

1. Why is it important to support individuals to plan for their future wellbeing and fulfilment?

2. What do you have to be aware of if working with individuals at the end of their life?

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 Activity 5.6a

In order to promote the individual’s

wellbeing, they need to be happy
with as many aspects of their life as
possible. Complete the table below
to answer the following questions.

1. What does each aspect tell us about a person?

Wellbeing can relate to the

following aspects of a person’s What does each aspect tell us about a person?
life:

Spiritual

Emotional

Cultural

Religious or philosophical

Social

Political

Sexual

Physical

Mental

2. Choose one of the aspects. How may this aspect affect a person’s identity and self-
esteem?

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